Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Light In The Box's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

441 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The account number, date and amount are all included in the attached .pdf files between me and the ***************** None of the items fit as described, despite checking and double checking the size guide. They offer to "refund" the amount paid after returning the items, but tell you in the same message that their warehouse is closed and it's extremely expensive to ship the items back, they also offer to refund a significantly lesser amount and let me keep the items (that don't fit). They wouldn't even engage me unless I sent them pictures proving the items don't fit.
Business Response
Date: 06/04/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 06/04/2024

Complaint: 21791246

I am rejecting this response because it is only my statement made to the BBB. There is no response from the company. Please see the attached email received from this company.

Sincerely,

***********************
Business Response
Date: 06/12/2024
Dear ****,

I will share my reply on ticket: 102852647, here as well:

This is *****, supervisor of customer service, ********************. Thank you for leaving a comment with us. Your advice is very essential for us to improve quality issue and service level.

We noted that you are not satisfied with this shopping, we will try our best to provide our service to you and adequately handle this problem.

We are sorry to hear that you are not satisfied with the product you have received.

We will help you resolve the issue, but at the same time, we would like you to share pictures of the ***** depicting the exact issue.

However, we might have misunderstood the problem, since you've mentioned to have ordered according to our sizing chart.
If you can provide photos that the product was mislabeled, or actual dimensions don't correspond with the ones indicated on our sizing chart, then you'll be offered a straight full refund or exchange in the correct size and You will not have to return the product back.

Rest assured that once the problem is confirmed caused by us, we will take full responsibility, arranging a refund or exchange procedure for you.

Look forward to your message

Sincerely
*****
Customer Service.
Customer Answer
Date: 06/19/2024
I'm sorry that I didn't respond immediately, but I was traveling and got sick. I wasn't intentionally ignoring your message.

I don't know how Light In The Box expects me to prove that their sizing isn't correct other than the humiliating pictures they required to begin with. They want pictures detailing that their merchandise doesn't measure the measurements in the sizing chart. All I can say is that I am 5'4" tall, weigh 135lbs and wear a 34B bra cup size. 90% of my tops are small and some are extra small.

According to their size chart for one of the items, my bust size would need to be 32B/C, 34B - I can't even get the top on! The top on the other item says bust size is 37 1/2. The third item is no longer found on their website.

At 63 years of age, I think I know how to measure. In fact, they made a dress for me several years ago based on my measurements at the time that fit wonderfully.

At this point, I would be happy if they just reimbursed me for half the cost and I can send the items back at their expense or donate them.

Regards,

***********************

****************

************
Business Response
Date: 07/09/2024
Dear ****,

Thank you for your message.

Considering your particular situation, we'd like to offer you a special solution:

A refund USD 74.97 and you do not need to return the product to us.

You can gift them to someone in your family or friends or can give it to someone in need.

Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

Please inform us your decision and look forward to your reply. Have a nice day.

Sincerely
*****
Customer Service.
Customer Answer
Date: 07/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:05/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was asked by my grandparents to help return 4 pairs of pants to this to this poor excuse for a companythe day that they arrived. the company refuses to abide by it's return policy.Date of Transaction: May 07, 2024.Ordered Delivery Date: Delivered Time: 2024-05-16 Date return was started: May 16, 2024 01:30 PM LightInTheBox claims on it's website that they offer 7 day returns on all items. returns mean a full refund. I return the item, you return my money.the same day the item was received, the return inquiry was started. I had to haggle with the (automated!) customer service representative, since the company had the nerve to offer a 30% refund, or a 50% store credit, before I complained and quoted their own Return Policy! Yet even after all that, the company refuses to refund the full amount of $123.89, instead only offering $93.96. $93.96 isn't the same as $123.89.
Business Response
Date: 06/04/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 06/04/2024

Complaint: 21782105

I am rejecting this response because:
Only after filing a complaint with the BBB, the customer service finally replied on the company website to my complaint that, considering the stress and hand-wringing a customer must go through to finally squeeze some sort of fair compensation out of the company, when their policy clearly states that they have a 7-day refund policy (at least) on everything, they should either revisit their claims to a refund policy, or quit their stonewalling-costumer-returns policy. It's still false advertising to say you have a return service within a 7 day window, if one needs to file a complaint with the BBB in order to access said service.
I'd like to note, the company did offer, before i even told them that shipping with **** is $60-$75 to *****, which would make them lose $40 on their offer to cover return shipping (the shipping that their return policy does explicitly exclude), the company revised the return address to their warehouse in ******, which is logically a better address for both the returner (myself), and the recipient, LightInTheBox.

Sincerely,

*******************************
Customer Answer
Date: 06/16/2024
The **************** head:
"If you are satisfied with my service, will you please inform BB that the issue gas been resolved and write a positive review about our service and let other customers know the case had been handled by me.
My name is *****.

Sincerely,
*****
lightinthebox.com Customer Service"

so i'm now informing all, that the personal issue has satisfactorily been resolved. however the problem of the misleading claim on the website regarding the refund policy has yet to be resolved. as ***** put it:
"Thank you for the feedback, we will make sure to forward them to our management to work on it."
so still i wouldn't advise anyone rely on the return policy in the fullest meaning of the word, because the return process *** indeed be exhausting and time consuming, and certainly is designed to minimize returns and trying to make the customer go home happy with less. 33% cash was the original offer, or %50 store credit, without any return. all I wanted when I started the return was a straightforward return for a ******. the promised refund was quite a long time coming. but it did indeed get satisfactorily resolved on our end, so I'd like to commend the company for their perceived flexibility in letting me get away with a refund, and also offering to allow me to keep the item and not ship it back. although that type of unexpected generosity only occurred post the BBB complaint, it was still a very nice gesture, and deserves credit as such.
if the company changes their stated refund policy to match their refund policy, I will consider this not only resolved, but a credit to them. However, for now, as my personal problems have been resolved. as such, I will be withholding future judgment and complaints.
Thanks to the BBB for playing a critical role of go between. The help and the pressure you bring to bear on a company to do the right thing plays a critical role in consumer-company relations. It's much appreciated.
Initial Complaint
Date:05/28/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 8, 2024, I ordered two different colored versions of the same shirt from this company. Screenshots of the shirt I ordered for my son are attached. The posting online reads 100% cotton. The two shirts I received are not cotton and have a different neckline from the shirt in the advertising photo. Photos of the two shirts I received are also attached. It is clearly not the same shirt. I attempted to initiate an exchange of the shirt online on May 27, 2024. It took six attempts on the website to complete the information for only one shirt. I was not able to complete the online filing for the second wrong shirt. The email follow-up I received from the company regarding the exchange of the one shirt said that I would have to mail the package back to **** at my own expense and wait a month for them to process or they would give me a 30% refund or a credit worth 50% of the value of the shirt to purchase something else from this company.
Business Response
Date: 05/30/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 05/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:05/28/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is unreliable. The goods I received were of poor quality, with threading, sewing, and overall cut not matching the online description. I sent pictures and a complaint to the merchant, who initially agreed to refund $127.48 and said I could keep or dispose of the items without returning them. The customer service agent, *****, confirmed this, and the refund was supposed to be processed to my original credit card within 7-15 days.When I didn't receive my refund, I inquired about its status. At that point, the merchant refused to honor the original agreement and instead offered a 50% refund. I filed a merchant dispute because it became clear that the merchant was not acting in good faith. I am seeking a refund of $127.48 credited to my account. Please find attached my correspondence with the company, including the initial refund offer. I am hoping that BBB can assist me in getting a refund.
Business Response
Date: 05/29/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 05/29/2024

Complaint: 21770715

I am rejecting this response because I do not trust this business to honor the settlement. I need confirmation that a refund has been authorized to my *********** account. While I accept the offer, I will not consider this matter closed until I receive confirmation that the refund has been processed to the original payment method.

Sincerely,

*****************************
Customer Answer
Date: 05/31/2024
Lihghtinthebox is refusing to refund funds even though *********** has reversed the chargeback. I sent a screenshot to them and still no movement on my refund.
Business Response
Date: 06/12/2024
Dear customer,

Thank you for your message.

As per your message on t- *********, you confirmed to have received the refund on your end.

Please confirm the same here as well.

If you are satisfied with my service, will you please inform BBB that the issue has been resolved and write a positive review about our service and let other customers know the case had been handled by me.
My name is *****.

Sincerely,
*****
lightinthebox.com ****************
Customer Answer
Date: 06/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:05/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April 2024 I ordered a dress using their standard sizing chart. I reviewed their return policy prior to ordering and learned that a "made to order" garment was not returnable. I was not sure of the quality of the product so I ordered a standard size. The dress was delivered within the alloted time frame but there was two issues with the dress. There is an area on the shoulder that does not lay flat and sticks out and then there is a random piece of cloth that hangs around the waist that serves no purpose. This is "tacked" to the dress and not sure what it's purpose is. The day after receiving, I asked for a return authorization so I could order something else. They have consistently refused to let me return and refuse to credit my credit card. I have been offered to "keep the dress at 50% off because we know returns are cumbersome" like their doing me a favor charging me 100 for a faulty garment. They are in violation of their documented return polity and refuse to credit my credit card or allow me to return.
Business Response
Date: 05/27/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 05/27/2024

Complaint: 21761694

I am rejecting this response because: I did not purchase 90% of a dress, I purchased an entire dress. When I ordered the dress it was very clear that made to order items were not returnable and in that ordering process, made to order items required specific measurements to be entered by the purchaser. I never entered any measurements. I ordered from their sizing chart so the option for me to return would remain viable. I have been met with nothing but resistance and hoops of fire to try and get my credit card credited. The bodice of the dress simply does not lay flat at all and I have sent them pictures. I think this is just another delay tactic. They have mentioned wanting to make sure they get their money back from their vendor but that is not my problem. They should not pay their vendors until the merchandise has passed it's return window which mine has not. They keep saying this was a made to order item and it simply was not. I will look back and see how fast it went from taking my money to on the way to shipping. The shipping part of this was actually the best part. They were very punctual in their shipping so I had no complaints with that but I have never tried so hard to get my money back as I have with this company. I am currently researching how to contact their CEO for his assistance but he is well guarded.

Sincerely,

*********************
Business Response
Date: 06/03/2024
Dear ****,

Thank you for your message.

Since you have raised a chargeback on the order, we are unable to refund you in this case.
You will receive a refund from your bank, once the chargeback is settled.

If you could close the chargeback, we will be authorized to refund you USD 202.84, as an exception in this case.

Please let us know how would you like to proceed in this case.

Awaiting your response.

Sincerely
*****
Customer Service.
Customer Answer
Date: 06/03/2024

Complaint: 21761694

I am rejecting this response because: I have no faith in them doing as they say "if I release my charge back" Prior to this email to you, they have emailed me telling me their bank will decide who gets the money and it will take 1-2 months to wait on the outcome. Once this company credits my credit card, the temporary charge back will be taken back by my credit card company (USAA) and I am happy to provide them with proof of that. I also need an address and authorization number to return this dress...they completely fail to even mention the dress anymore and I don't want them saying I never returned the dress so their bank won't credit my credit card. This has been a customer service battle since I started this. Their website sates " 7 day 100% satisfaction". I am within that 7 day time period and I am within their return policy.. I will provide proof of the temporary charge back taken back by my bank once they credit my card. Thus far they have done nothing they say they will so why would I believe what they are saying now. Credit my credit card and I will provide them the proof. I have mailed their CEO Jian ** a letter to Singapore telling him of my experience and asking for his help as well. These people should not expect my bank to pay for this faulty product and now they are only buying more time. I'm not falling for it.

Sincerely,

*********************
Business Response
Date: 06/12/2024
Dear customer,

Thank you for your message.

Please note the since you have raised a chargeback on this order, your bank will refund you once the investigation is completed.

Incase if you would like you can close the chargeback and share withdrawal letter with us, we can initiate a refund of USD ****** from our end.

Please let us know how would you like to proceed.

Awaiting your response.

Regards,
*****
Customer Service
Initial Complaint
Date:05/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an outfit for an event, but needed to request a refund and cancelation. I have attempted to email and follow the cancelation request online (because you cannot call this business-- they do not have a direct customer service line). I want the business to honor the request to cancel and refund me my money.
Business Response
Date: 05/24/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 05/24/2024

Complaint: 21751402

I am rejecting this response because: I checked my account on the ****************** and did not see anything posted for my review. I want the order canceled and my $169.32 refunded back to my credit card.

Sincerely,

****** Anaebere *********
Business Response
Date: 05/30/2024
Dear ****** Anaebere *********,

This is *****, supervisor of customer service, ********************.

I will post my response from ticket: 102824851, here as well:

Thank you for leaving a comment with us. Your advice is very essential for us to improve quality issue and service level.

Thank you for bringing this matter to our attention. We are sorry to hear of any negative experience and inconvenience you may have faced.

We will try our best to provide our service to you and adequately handle this problem.

We had received your cancellation request for order ****************, we have already cancelled the order and proceeded with a full refund.

The refund has been applied to the original card used for payment.

Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

Please inform us your decision and look forward to your reply. Have a nice day.

Sincerely,
*****
lightinthebox.com ****************
Customer Answer
Date: 05/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** Anaebere *********
Initial Complaint
Date:05/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried to return the item and this is what I got.Greetings! This is ****** from lightinthebox.com **************** Team, I will follow up on this case, hope the reply finds you well.We are truly sorry to hear that the item you received did not meet your expectations, and your desire to return the product.However, as your order was made after payment confirmation based on the size, color, and style you selected. It was not sourced from our stock inventory. Consequently, we regret to inform you that returns for personal reasons (such as dislike / no longer needed / wrong purchase) cannot be accommodated.
Business Response
Date: 05/23/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 05/24/2024

Complaint: 21746800

I am rejecting this response because: I want a %100 refund. It is not my fault that this item was not in stock.

Sincerely,

*****************************
Business Response
Date: 05/30/2024
Dear *******,

Thank you for your message.

Please do not worry, we are here to help you.

We would like to inform you that the item with tag: "Made to Order" are made as an when we receive the order, from scratch with the measurements you selected, these are not on the shelf items.

Whether you choose the standard size or customized size, the fabric was cut as per your choice of color and measurements.

But please do not worry, if there is any issue in the construction of the dress, please provide us the pictures, so that we can verify the issue and suggest you best possible solution.

Awaiting your response.

Sincerely
*****
Customer Service.
Customer Answer
Date: 05/31/2024
I am rejecting the response from Lightinthebox because I never gave them specific measurements for the dress. They never made it clear to me that it could not be returned. I want a full refund. Anything else is unacceptable.
Business Response
Date: 06/12/2024
Dear *******,

Thank you for your message.

Please do not worry, we are here to help you.

We would like to inform you that the item with tag: "Made to Order" are made as an when we receive the order, from scratch with the measurements you selected, these are not on the shelf items.

Whether you choose the standard size or customized size, the fabric was cut as per your choice of color and measurements.

But please do not worry, if there is any issue in the construction of the dress, please provide us the pictures, so that we can verify the issue and suggest you best possible solution.

Awaiting your response.

Sincerely
*****
Customer Service.
Customer Answer
Date: 06/12/2024

Complaint: 21746800

I am rejecting this response because:
they keep responding the same way over and over and over again. It seems like nothing can get done.

Sincerely,

*****************************
Initial Complaint
Date:05/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered gown online paid for gown, gown was delivered late and not same gown. Company has no way of contacting except by robot. Company is fraudulent displaying products and delivering something not Ordered
Business Response
Date: 05/13/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

We sincerely apologize for what happened. We honor you as our valued customer, and we honestly hope you can have an outstanding shopping experience here.

In order to solve your problem, would you please provide your e-mail address used in purchase and order number, so that we can target to arrange a solution as soon as possible?

Sincerely
*****
Customer Service
Initial Complaint
Date:05/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a dress and hat from this company online for the Kentucky derby. The dress came and it was sooo heavy and too big for me to wear. It had all the tags and original packaging and they wont let me return it. Please advise - I would like a credit for it.
Business Response
Date: 05/13/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Initial Complaint
Date:05/01/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We ordered outfit 4/8/2024 and received it 2-3 weeks later. The outfit did not fit; too small on top. i called (within 7 days) to get return label for shipping and they said i could not return it since it was made to order. I ordered the exact outfit from the ad, in the same color, in my size. They are willing to give me either 50% store credit or $20.00 refund. I want the entire refund. Their ad was misleading did not say anything on receipt or anywhere that this outfit was "made to order". This is careless business practice at best. There are no apparent markings that indicate this was made to order. The receipt does not say made to order anywhere. Please see the attached email receipt. What is particularly misleading is the site advertises hassle free returns.Their ad states that they have a 7 day return policy within certain guidelines which I have met; original packaging and unworn and unused. The order details are as follows: Order Number: **************** Order date: 4.4.2024 by **** We used ****** Pay.If you need to reach me you can call ************
Business Response
Date: 05/02/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 05/10/2024
The vendor asked for pictures so we sent pictures. Have not heard back. Case still unresolved.
Business Response
Date: 06/11/2024
Dear *******,

Thank you for your message.

We are really sorry but we have not receive the pictures that you might have sent us on ticket : 102757389

Can you please resend the pictures either on this platform or on the ticket ID: *********, so that we can check and assist you forward in resolving the issue.

Awaiting your response.

Regards
*****
Customer service

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